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How To Kick Your Customer Service Up A Notch!


Welcome to the inaugural issue of Human Tech Tips -- Tip #1. How do we take your customer service and kick it up a notch?

This is a big question so where do we begin?

As an overview, it's a given that the answer is three-fold: People, Process, and Technology. Let me say right from the start, my bias is on the people side.

My questions for you to ponder are:

1) Do you collect and measure any data? After all, what gets measured gets managed, and what gets managed gets better.

2) Do you have customer satisfaction statistics? And if yes, how and where are you getting them?

3) Do you have ongoing training in place - not sales training - not product training - not protocol or rules and regulations training but true relationship building skills training?

Let's address the first question. Just because your system has metrics available to you doesn't mean you need to use all of them.

My advice is to start at the end. What are you trying to achieve and what measurement would absolutely reflect that achievement? Then that's what you want to measure. The first time you measure gives you a baseline, a benchmark, to use for charting your progress 1 month, 3 months, 6 months down the line. You're not comparing yourself to any one but yourself so it's fairly accurate. Yes, there are environmental or economic or seasonal issues, but you're getting a pretty truthful snapshot.

As an example, lots of companies measure length of call. Yes, this is a useful statistic. But if you are committed to customer service, then I would suggest first call resolution is more important than length of call. Southwest Airlines is committed to quality customer service and they don't even calculate length of call.

We'll cover question #2 in the next Tip and so on.

If you have questions or tips you'd like covered, please feel free to email me at rosanne@HumanTechTips.com. To receive your own copy, email subscribe@HumanTechTips.com.

ROSANNE D'AUSILIO, Ph.D., industrial psychologist, President of Human Technologies Global, Inc., specializes in human performance management for contact centers, providing needs analyses, instructional design, and customized, live, world class customer service skills trainings. Also offered: agent/facilitator certification through Purdue University's Center for Customer Driven Quality.

Known as 'the practical champion of the human, she authors the best-sellers, Wake Up Your Call Center: Humanize Your Interaction Hub, 4th edition (hot off the press), and Customer Service and The Human Experience and soon to be released, Lay Your Cards on the Table: 52 Ways to Stack You Personal Deck.. Reach her at Rosanne@human-technologies.com, sign up for her complimentary monthly e-newsletter in its 7th year, and check out her new virtual store. Sign up for her newest endeavor Tips at http://www.HumanTechTips.com. This is not the same newsletter as at http://www.human-technologies.com.


MORE RESOURCES:

Customer Service - Google News

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Customer Service Is The New Marketing - Forbes


Forbes

Customer Service Is The New Marketing
Forbes
Customer service is the new marketing. This statement may sound suspect coming from me, a customer service consultant; it sounds like an example of “when you have a hammer, every problem looks like a nail” thinking on my part, or even the drunk-looking ...

Customers are looking at overall experience a business provides - Jackson Clarion Ledger


Jackson Clarion Ledger

Customers are looking at overall experience a business provides
Jackson Clarion Ledger
Providing extraordinary customer service is what sets one business apart from its competition. It requires efficiently helping customers, being friendly and surpassing customer expectations. A business wants to create loyal customers who will refer ...

and more »

The True Value Of Customer Service - Forbes


Forbes

The True Value Of Customer Service
Forbes
In my experience, being a captive insurance manager is a great niche business with high barriers to entry, but despite the competitive advantages for an expert in captive insurance, the most important criteria for success as a captive manager is not ...

Ruthless heroin dealers innovated drug dealing with focus on customer service in Milwaukee - Milwaukee Journal Sentinel


Milwaukee Journal Sentinel

Ruthless heroin dealers innovated drug dealing with focus on customer service in Milwaukee
Milwaukee Journal Sentinel
The Big Money Addicts did more than just sell heroin in Milwaukee — they created a business model that maximized profits by putting a premium on customer service. Using stolen cars, the gang offered round-the-clock, curbside drug delivery service ...

Grocers' Customer Service Can Counter Online Threat | Progressive ... - Progressive Grocer


Progressive Grocer

Grocers' Customer Service Can Counter Online Threat | Progressive ...
Progressive Grocer
In a bid to compete with Amazon, Seamless, Peapod, FreshDirect and the other countless businesses that deliver food and individual meals to your home, supermarkets are seeking ways to get shoppers into their stores and buy. The rise of the internet ...

and more »

Customer service staff need to be problem solving not apologising - The Conversation AU


The Conversation AU

Customer service staff need to be problem solving not apologising
The Conversation AU
Traditional customer service is struggling as consumers solve problems online and expect options in person.

and more »

For better customer service, travelers turn to Facebook Messenger ... - Chicago Tribune


Chicago Tribune

For better customer service, travelers turn to Facebook Messenger ...
Chicago Tribune
Using a social network to contact a travel company may sound counterintuitive, but companies are quietly allocating customer-service resources there.

and more »

How Customer Service Fueled T-Mobile's Big Comeback | Fortune - Fortune


Fortune

How Customer Service Fueled T-Mobile's Big Comeback | Fortune
Fortune
The formerly fading wireless carrier T-Mobile has doubled its revenue and subscriber base since CEO John Legere took the helm.

and more »

Hoping for better customer service, travelers turn to Facebook's Messenger - Washington Post


Washington Post

Hoping for better customer service, travelers turn to Facebook's Messenger
Washington Post
When Karen Korr wanted to change part of her European itinerary, she didn't call Travelocity, her online travel agency. She didn't send an email or a text message, either. Instead, Korr, who works for a nonprofit organization in San Diego, clicked on ...
Feeling the Love with Messenger | Facebook Newsroom Facebook Newsroom

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